Customer Support Analyst

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Assist content creators from the US, Canada, Europe, and the UK utilizing the Insense platform.

• Address creator inquiries via email, identify issues, and resolve common problems using administrative tools.

• Generate and manage technical tickets, notifying creators upon resolution of their issues.

• Establish and refine classification tags for support tickets.

• Monitor customer support performance metrics, such as request volume, response times, and resolution durations.

• Offer product and process insights to other teams.

• Create typical-answer libraries and streamline support communications through Intercom tools.

• Take responsibility for maintaining and updating the FAQ for UGC creators and influencers.

• Review ongoing transaction statuses on the platform.

• Follow up with unresponsive content creators and engage with them via social media when needed.

• Implement quality-policy repercussions for unresponsive, disrespectful, or unprofessional creators.

• Handle transaction decline requests from brands and creators.

• Address issues identified during transaction-status reviews.

• Coordinate tasks related to Customer Success.

• Respond to reviews on the App Store and Google Play.

• Participate in brainstorming and planning sessions, suggesting process enhancements.

⛳️ Requirements

• 2-3 years of prior experience in a customer support position.

• Exceptional written and verbal communication abilities.

• Proficiency in English at a C1 level.

• Familiarity with Google spreadsheets, Slack, and G-Suite.

• Strong analytical and problem-solving capabilities.

• Customer-focused mindset.

• Proactive and self-motivated approach.

• Excellent organizational and planning skills.

• Capacity to manage a high volume of tickets/tasks.

• Ability to work independently.

• Availability every weekday from 9 am to 6 pm EST.

• Must reside in the Americas Time Zone; this role is open to contractors based in LATAM.

• Experience working with content creators/influencers is advantageous.

• Familiarity with HubSpot is a bonus.

• Comfortable utilizing AI tools like Claude and ChatGPT.

🏝️ Benefits

• Remote-first organization.

• Fully remote work setup.

• Contractor-based employment.

• Flexibility to work within the Americas Time Zone.

• Third-party payment provider for contractor compensation.